Customer Service Operations Associate

📌 Core Information

🔹 Job Title: Customer Service Operations Associate

🔹 Company: Wolters Kluwer

🔹 Location: Clayton, Missouri, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engagement in operational and administrative tasks to enhance customer service processes
• Addressing customer inquiries and monitoring operational performance
• Collaborating with team members for efficient service delivery
• Improving processes to ensure customer satisfaction

ASSUMPTION: This role aims to improve customer service processes through both direct interaction and operational management based on the description provided.

📋 Key Responsibilities

✅ Oversee basic workflow tasks.

✅ Create and interpret simple operational reports.

✅ Update and maintain standard operating procedures.

✅ Provide first-line support and escalate issues as needed.

✅ Track and report on resource utilization and call volumes.

✅ Conduct basic quality checks and audit customer interactions.

✅ Suggest improvements for operational efficiency.

✅ Help coordinate and document training sessions.

✅ Manage follow-up activities for unresolved customer issues.

✅ Offer support to team members on operational activities.

ASSUMPTION: Responsibilities focus on both direct customer support and backend operational tasks to improve overall service efficiency.

🎯 Required Qualifications

Education: Bachelor’s degree from an accredited college/university or equivalent B2B client service experience

Experience: Strongly preferred minimum of two years of business-to-business (B2B) client/customer service experience

Required Skills:

• Analytical Skills
• Customer Service
• Workflow Coordination
• Detail-Orientation

Preferred Skills:

• Consultative customer service experience in banking, insurance, hospitality, retail, or legal
• Technical Skills: Familiarity with advanced office and operational software

ASSUMPTION: The emphasis on B2B experience and specific industry sectors suggests the company seeks candidates familiar with professional and regulated environments.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Comprehensive health plans
• Retirement savings plan
• Professional development opportunities

Working Hours: 40 hours per week

ASSUMPTION: Standard employee benefits are expected, typical of a large corporation like Wolters Kluwer, aimed at supporting work-life balance and professional growth.

📌 Applicant Insights

🔍 Company Context

Industry: Information Services

Company Size: 10,001+ employees

Founded: Not Specified

Company Description:

• A global leader in professional information, software solutions, and services
• Serves over 180 countries worldwide
• Employs approximately 20,000 people

Company Specialties:

• Software tools & digital information
• Workflow solutions
• Point-of-use applications

Company Website: http://www.wolterskluwer.com

ASSUMPTION: The company's large size and global reach offer diverse career opportunities with potential for international networking and growth.

📊 Role Analysis

Career Level: Mid-level position requiring some experience

Reporting Structure: Likely reports to a Customer Service Manager or Operations Manager

Work Arrangement: On-site

Growth Opportunities:

• Advancement into senior customer service roles
• Potential to move into operational management positions
• Cross-departmental career development in information services

ASSUMPTION: Opportunities for advancement are provided due to the company's emphasis on career growth and development, particularly for proactive employees.

🌍 Location & Work Environment

Office Type: Traditional office environment

Office Location(s): Multiple locations; Clayton, Missouri is the primary for this role

Geographic Context:

• Located in an accessible suburban area
• Proximity to St. Louis for urban amenities
• Good balance of city life and suburban environment

Work Schedule: Standard business hours, with potential for overtime during busy periods

ASSUMPTION: Work environment will likely reflect a standard office culture with resources available for efficient workflow management.

💼 Interview & Application Insights

Typical Process:

• Initial application submission through the company’s career page
• Phone screening with HR
• Technical assessment related to job responsibilities
• In-person or virtual interview with team leads

Key Assessment Areas:

• Problem-solving capabilities
• Customer interaction skills
• Technical proficiency in operational software

Application Tips:

• Highlight B2B experience and any relevant industry expertise
• Provide examples of workflow improvement projects
• Demonstrate strong customer service record

ATS Keywords: Customer Service, B2B, Operational Efficiency, Workflow Coordination, Problem-Solving

ASSUMPTION: The recruitment process will focus heavily on demonstrating practical experience and the ability to enhance operational efficiency.

🛠️ Tools & Technologies

• CRM software for customer interaction management
• Microsoft Office Suite for reporting and data analysis
• Internal workflow management systems

ASSUMPTION: Knowledge of standard CRM systems and office software is crucial for this role given the emphasis on reporting and workflow management.

👔 Cultural Fit Considerations

Company Values:

• Customer focus and satisfaction
• Commitment to quality and compliance
• Innovation and continuous improvement

Work Style:

• Collaborative team environment
• Emphasis on continuous learning and adaptation
• Proactive problem-solving

Self-Assessment Questions:

• Am I proactive in identifying and solving problems?
• Do I have the ability to manage multiple tasks effectively?
• Can I work well within a team to achieve common goals?

ASSUMPTION: A candidate who is proactive, team-oriented, and adaptable will thrive in Wolters Kluwer's dynamic work environment.

⚠️ Potential Challenges

• Managing complex compliance requirements
• Balancing numerous responsibilities effectively
• Adapting to technology continually evolving in the information services sector
• Maintaining high customer satisfaction amidst operational changes

ASSUMPTION: Challenges include handling the fast pace of change and compliance aspects due to the regulatory nature of the industry.

📈 Similar Roles Comparison

• Generally similar to customer service roles but with a higher focus on operational tasks
• Requires a comprehensive understanding of workflow processes
• Involves more complex compliance and regulatory elements than typical customer service positions

ASSUMPTION: This role might offer more variation and complexity than standard customer service roles, appealing to those looking for dynamic responsibilities.

📝 Sample Projects

• Developing a new SOP for handling escalated customer queries
• Creating a dashboard for monitoring service metrics
• Leading a team initiative to streamline a particular workflow process

ASSUMPTION: Projects will be focused on improving efficiency and effectiveness of customer service operations, leveraging analytical skills.

❓ Key Questions to Ask During Interview

• What are the primary metrics used to measure success in this role?
• Can you describe a typical day for someone in this position?
• How does the team handle challenging customer interactions?
• What professional development opportunities does the company offer?
• How does the company support work-life balance?

ASSUMPTION: Asking about metrics, professional development, and company culture can provide insight into long-term career prospects and daily responsibilities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights B2B experience and relevant industry expertise
• Prepare examples of past projects related to operational efficiency
• Be ready to discuss problem-solving scenarios related to customer service
• Research Wolters Kluwer to align with the company's values and mission

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.